Zendesk Administrator - Altitude Technology Solutions Inc

Build strong relationships and collaborate with cross-functional stakeholders to become the go-to expert for all things Zendesk

Configure and maintain Zendesk Support, Guide, and other Zendesk modules to ensure platform stability and usability

Manage user roles, permissions, groups, workflows, automations, macros, and triggers to support evolving team needs

Monitor platform performance and proactively identify opportunities for optimization and automation

Design and build reporting to track system and process improvements, user activity, and overall customer satisfaction

Collaborate with key stakeholders to lead regular reviews of Zendesk metrics and operations, ensuring alignment with stakeholder needs and identifying opportunities to enhance productivity and the customer experience

Implement and manage integrations with other tools (e.g. Salesforce, Jira, Slack) to streamline workflows and ensure data consistency

Support onboarding and training efforts for new users and teams, ensuring ticket management standards are adopted and maintained

Implement and maintain custom Zendesk applications to close system functionality gaps for stakeholders

Maintain detailed documentation of designed processes and workflows within Zendeks, as well as any system configurations or changes

Stay up-to-date on Zendesk releases and industry trends to introduce new capabilities to the organization

Support cross-functional projects involving Zendesk as a core system

Minimum of 4+ years of hands-on experience administering Zendesk in a fast-paced environment

Expert-level experience designing and maintaining scalable Zendesk configurations across multiple departments

Solid understanding of customer support workflows and ticket lifecycle best practices

Proficiency with business systems integrations and automation (Zapier, Workato, APIs a plus)

Familiarity with key metrics in customer support organizations (e.g. CSAT, MTTRespond, MTTReply, ticket deflection)

Strong analytical skills and experience using Zendesk Explore, using custom formulas, or other reporting tools

Exceptional communication and project management skills with a customer-first mindset

Proven ability to work independently, manage multiple priorities, and support cross-functional initiatives Experience training users and creating documentation for internal audiences

A desire to continuously improve tools and processes that elevate team performance